1. Guaranteed Response Times (SLA)
We commit to clear, written service level agreements based on issue severity and subscription tier:
- Critical / Site Down (P1): Written initial response within 1 hour; active triage and restoration within 4 hours (available 24/7 for Business & Scale plans).
- High / Broken Checkout or Security Warning (P2): Response within 2 hours; resolution within 8 business hours.
- Standard / Routine Updates & Feature Requests (P3): Scheduled deployment within 24–48 business hours with staging validation.
2. Staging-First Deployment Standard
Zero changes are applied directly to production environments without automated validation. All updates follow a branch-and-deploy pipeline:
- Complete snapshot backup of database and media before patch execution.
- Deployment to private staging URL for smoke testing and regression verification.
- Visual regression verification across desktop and mobile viewports.
- Scheduled deployment to live environment during low-traffic windows.
3. Proactive Security Hardening
All managed stacks include daily automated file integrity monitoring, brute-force rate limiting, Web Application Firewall (WAF) rule tuning, and real-time uptime health checks pinged every 60 seconds from multiple geographic nodes.